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Customer Satisfaction Skills

3.
Use OPEN probes when you need to allow the customer to respond freely in order to . . . <ul><li>a. gain general knowledge </li></ul><ul><li>b. encourage expansion. </li></ul>

4.
Use closed probes when you need to limit a customer's response in order to <ul><li>a. uncover specific information or </li></ul><ul><li>b. confirm your understanding of the customer's statement or action. </li></ul>

6.
When you recognize a customer's concern, express your awareness of the customer's concern and indicate <ul><li>a. what you plan to do to address the concern and </li></ul><ul><li>b. how it will help the customer. </li></ul>